Customer Support Technician

Scope of Services


The business analyst serves as a liaison between FDOT business offices and Information Technology to intake Ideas, refine and document technology proposals in ServiceNow, and support governance activities throughout the demand lifecycle. They will participate in the analysis of business and technology demands from ideation through project approval. The candidate must have experience in developing working relationships with business office staff and maintaining those relationships through collaboration and teamwork. They will be responsible for coordinating with stakeholders to translate strategic and operational needs into actionable requirements, conducting comprehensive business needs assessments, and assisting in guiding solution approaches that meet organizational objectives. They will partner with stakeholders to assess feasibility, conduct impact analyses, and help prioritize demands based on business value, strategic alignment, and resource considerations.


Responsibilities include working with customers to gather high-level requirements, obtain project cost estimates, develop business cases, and document those results in accordance with departmental methodologies and standards. The role focuses on eliciting and documenting business case elements such as return on investment, cost/savings, initial risks, scope, and impacted applications. Additionally, the candidate will prepare documentation and presentations to support funding decisions, develop specifications, and ensure a shared understanding among technical teams, customer-facing staff, and department leadership.


The Demand Analyst collaborates closely with the Demand Manager, who oversees the Demand lifecycle and ensures appropriate governance and analysis are completed.

Education


Bachelor's degree or master's degree in Business Administration, Communication, Information Systems, or related field is required. Equivalent work experience may substitute for the educational requirement.

Certification in any of the following is desired but not required: Certified Scrum Master (CSM), Certified Scrum Owner (CSO), CBAP, PMI-PBA, PMI-ACP, PMP, ITIL.

Experience


1. A minimum of three years of business process analysis and requirements documentation, including independent facilitation with executives and subject matter experts.


2. Proficiency in process mapping/modeling with tools such as Visio is required.


3. Experience facilitating the intake of ideas or proposals and converting them into documented Demands within ServiceNow (or similar portfolio management tools).


4. Proficiency in Microsoft Office Suite, particularly Excel, Word, PowerPoint, is required.


5. Experience preparing business case materials, including ROI/TCO analysis, cost-benefit assessments, and risk summaries.


6. Experience using SharePoint and Microsoft Teams for collaboration and document management; exposure to Power BI is preferred.


7. Knowledge of how business requirements translate into technical requirements is required.

Primary Job Duties / Tasks


The activities the candidate will be tasked with include, but are not limited to the following:


1. Categorize and prioritize demands by type, urgency, complexity, business impact, and strategic alignment using established scoring criteria.


2. Assess and analyze demand patterns to identify trends, recurring requests, and evaluate feasibility against technical capabilities and constraints.


3. Coordinate stakeholder identification and conduct intake meetings with submitting business offices.


4. Refine demand description from submitted idea; capture high-level objectives, business problem/need, work in/out of scope, assumptions, constraints, and initial risks.


5. Research and understand FDOT business processes and their inter-relationships; document and diagram business and system processes and dependencies.


6. Complete analyst-owned demand detail fields in ServiceNow by identifying collaborators, business unit(s), impacted applications, and selecting the appropriate impact and T-shirt size.


7. Understand technical problems and potential solution approaches in relation to both current and future business environments; recommend ways to integrate new and existing processes.


8. Maintains knowledge of emerging technological trends and utilizes this knowledge to identify opportunities to build better solutions that support and drive business decisions; may make recommendations for buy versus build decisions.


9. Identify processes for improvement, document existing processes, identify and analyze gaps between current processes and the desired state, design new processes, develop process performance measures, and plan the transition to a new process.


10. Document business case elements and cost-benefit narratives; prepare ROI/TCO and cost-savings estimates; maintain up-to-date demand documentation.


11. Gather and document goals and objectives related to business strategy and translate them into requirements for the application, infrastructure, and development plans.


12. Prepare executive-ready materials summarizing value, risk, alignment, and feasibility for presentation to leadership and the review teams.


13. Support completion of cybersecurity risk assessment when required.


14. Submit demand when documentation is complete; collaborate with the Demand Manager on movement through lifecycle states; request draft reversion for substantial edits as needed.


15. Track work against demand tasks to ensure accurate timekeeping, workload visibility, and appropriate assignment tracking.


Job Specific Knowledge, Skills, and Abilities (KSAs)


The candidate must be able to apply specific knowledge, skills, and abilities in the following areas:


1. Ability to perform detailed business analysis, including requirements documentation, business case development, scope definition, and process modeling (Visio).


2. Strong facilitation and stakeholder management skills, with the ability to work effectively across business units, directors, security, and technology teams; excellent verbal and written communication.


3. Working knowledge of demand and portfolio workflows (ServiceNow or similar) and related governance checkpoints.


4. Ability to prepare ROI/TCO calculations, cost-benefit analyses, and risk summaries aligned with FDOT practices.


5. Proficiency with Microsoft SharePoint, Teams, Word, Excel, and PowerPoint; familiarity with Power BI for executive-level reporting and summaries.


6. Ability to conduct as-is and to-be analysis, perform detailed research, and model business processes using appropriate tools and techniques.


7. Ability to expertly facilitate workshops and meetings with a variety of stakeholders with varying levels of technical knowledge.


8. Knowledge and experience leveraging both IT solutions and business process improvements.


9. Ability to produce complete, accurate, and legible functional documentation that captures business processes, inputs/outputs, and system interactions.


10. Ability to work effectively with business units to identify and document requirements supporting maintenance, enhancement, modernization, remediation, or development of application systems, including the creation of context diagrams and technical overviews.


11. Ability to interpret and communicate technical information related to application development and data processing to both technical and non-technical audiences.


12. Skill in developing business cases and supporting documentation, performing data analysis, and conducting performance metrics reporting.

Additional:


13. Advanced skills with Microsoft products, including SharePoint, Teams, Word, Excel, PowerPoint, and Visio.


14. Ability to understand stakeholders needs, document requirements accurately, and perform duties independently when necessary.


15. Ability to perform analysis that accurately and completely defines processes and workflows to design efficient information solutions, including missing or duplicate functionality in existing applications.


16. Ability to receive and give constructive feedback and maintain effective work relationships.


17. Ability to adapt to changing demands in a dynamic environment with diverse work assignments.